Введение в профессии индустрии гостеприимства
статья

Преподаватель

Жукова Дарья Витальевна

Государственное бюджетное профессиональное образовательное учреждение

«Санкт-Петербургский технический колледж»

Введение в профессиональную лексику для работников

индустрии гостеприимства.

Для студентов специальностей, связанных с индустрией гостеприимства важно умение ориентироваться в гостиничной лексике и уметь быстро и без запинки ответить на любой вопрос гостя гостиницы. Студенты должны уметь давать базовую информацию по инфраструктуре отеля, сервисах, расположению объектов и как к ним пройти.

Цель данной статьи объединить полезный и актуальный в этой области материал для углубления и систематизации знаний.

План.

1. Профессии в индустрии гостеприимства.

1. Основные должности в гостинице и обязанности сотрудников.
2. Личные и профессиональные качества работников гостиницы.
3. Устройство на работу в гостиницу.

2. Структура отеля.

1. Типы отелей
2. Отельная инфраструктура
3. Услуги отеля

1.Профессии в индустрии гостеприимства.

а. Основные должности в гостинице и обязанности сотрудников.

Read the text and answer the questions.

People in hospitality

The receptionist works in the front office of a hotel. The receptionist is in charge of checking in and checking out. He/she meets and greets guests, registers guests and assigns rooms to them. The receptionist must ensure that the check-in procedure is brief and convenient. The receptionist helps guests do the hotel formalities. The receptionist must send the signed registration card to the cashier‘s office. The receptionist answers the phone. She answers questions of visitors who have come to see the hotel guests.

The concierge works at a hotel‘s information desk. The concierge must speak a few languages because she has to help guests from other countries. The concierge must help guests in all ways. She can give orientations in the city, arrange taxis and sightseeing tours. She can offer entertainment. She can make theatre bookings, as well.

The hotel manager is the head of a hotel. He may have the name of the general manager or the managing director. In a small hotel the manager may be the owner of the hotel. There may be different management positions in a hotel: the assistant manager, the resident manager, the night manager. The assistant manager helps the manager and manages the hotel when the manager is not present. The resident manager is the manager who permanently lives in the hotel. The night manager is on duty during the night.

The chef works in a restaurant or in the food and beverage department of a hotel. A restaurant may have different chefs. At the head of them is the head chef. The head chef is the kitchen supervisor. He manages the kitchen of a restaurant. He has to select menus and to plan the meals. He has to taste the dishes. In a big restaurant there may be different specialist chefs: the soup chef, the sauce chef, the vegetable chef, the pastry chef and others. The reputation of the chef may increase its business.

As a rule, the restaurant manager runs a restaurant but he doesn‘t own it. Sometimes the restaurant manager may own and run his small restaurant. The restaurant manager is in charge of the restaurant policy and operations. He has to decide on the image of his restaurant. He has to plan its business. He has to decide on purchases and sales. He hires the restaurant staff and provides their training. He must see that the guests are happy with the service and have no complaints.

b. Личные и профессиональные качества работников гостиницы.

Translate the sentences.

1. Students have to choose their major in the first year.

2. A bellboy gets the guest‘s room key from the receptionist and escorts the guest to

his room. He should show how to use the room appliances.  

3. A bellboy must assist the guest with his luggage and run errands for him.

4. A concierge must be fluent in several languages and have an outgoing personality.

Besides, she must be computer literate.

5. The maids must do the general cleaning of the rooms when the guests vacate them.

They do the make-up after a night’s occupancy. They also do the pick-up when

they just have to replace the towels and to bring the toiletries.

6. The receptionist checks the hotel guests in and out and assigns them rooms.

c. Устройство на работу в гостиницу.

Read the text and answer the questions.

How a Company Fills a Job Vacancy.

The company usually advertises the job vacancy in a newspaper or via Internet. It sometimes gives the salary and describes the working conditions and career prospects as well. The applicant usually sends in a cover letter (a letter of application) and a CV, which gives personal details and lists of qualifications and experience. The company then makes a short list of the most suitable candidates and invites them for an interview. The company then chooses the best candidate and makes an appointment.

Questions  

1. Where do companies advertise job vacancies?

2. What do job advertisements indicate?

3. What letter should the applicant send together with his/her CV?

4. Why do you think it is necessary to write a cover letter?

5. Who might be invited for an interview?

Translate the sentences

1. You should present your résumé /CV at the beginning of the interview.

2. A résumé is like a written sales presentation.

3. Your résumé can be used as a response to an ad and should create a favorable impression on the employer.

4. While writing a résumé you should consider the following topical areas.

5. You should indicate your address with zip code and telephone number with area code.

6. What degree did you receive? Have you got any certificate?

7. List the universities and colleges you have attended in reverse chronological order.

8. What are your responsibilities?

9. List your special skills: typing, shorthand, computer abilities.

10. What student organization do you belong to?

11. List the specific functions you performed that are related to the job you want.

12. Don‘t list references on your CV. Instead say, ‘References are available upon request.‘

13. In order to have the opportunity of interviewing with a company you should send your CV with a cover letter.

14. My objective is to obtain a job in the field of hotel catering.

15. I‘m a personal assistant to Dr. Black.

16. I have some experience working as an interpreter.  

17. I have an ability of fluent speaking, reading and writing in English.

18. My duty is to schedule meetings and appointments.

19. Well, the job title is Assistant Contracts Manager.

a. Study the information about different organizational structures of hotels.

1. The Structure of a Hotel

The day-to-day operations of a hotel are the key factors determining the success or failure of its service. It is necessary to understand the structure of hotels in order to get an overview of how the organization fits together.

Regardless of the size of a hotel, the organizational structure will be basically the same. It is usually divided into several distinct departments, each responsible for a particular area of work.  

The larger the hotel is and the more facilities it offers, the more specialized the departments become.

The typical structure for a small hotel offers both accommodation and catering. Staff members carry out1 a variety of tasks within their general area: (e.g. the restaurant staff will also deliver room service and serve tea and coffee in the lounge; the receptionist will handle reservations, check-in and check-out, billing, mail and switchboard, etc., manager and assistant manager will handle2 a variety of administrative and decision-making tasks.

In a larger hotel, it is possible to organize staff into more clearly defined departments, each with a supervisor or department head (in a medium-sized hotel) or a manager (in a large hotel). There will also be more specialized staff, because the hotel can afford to employ more people - and there will be more work for each person to do.

In a medium-sized hotel, there might be a manager and one or more assistant managers, who supervise operations (probably on a shift basis, so that there is some managerial supervision seven days per week).

The “branches” of the chart show how roles and responsibilities are divided up into sections or departments. The management of the hotel shown above is divided into two basic divisions: the Rooms Division and Food & Beverage. The Rooms Division is, in turn, divided into four basic functions: Front Office, Housekeeping, Maintenance and Security.

The vertical connecting lines of the chart are also lines of authority3 and reporting. So, for example, reservations staff report to4 the Front Office Manager, who reports to the Rooms Division Manager.

The connecting lines of the chart are also lines of communication and liaison5. So, for example, it is clear from our chart that staff in the reservations, reception and cashier sections need to communicate with each other: each contributes something to the overall work of the Front Office. At the same time, there is a line connecting reception and maintenance, say: if a guest comes to reception and says that her TV isn‘t working, or her window doesn't open, reception will have to liaise with maintenance to make sure it gets fixed.  

2. Answer the questions.

1. What does a typical structure for a small hotel offer?

2. What tasks do staff members carry out?

3. In what way is the organizational structure of a larger hotel different?

4. What does the organizational chart of a hotel show?

5. What do the vertical connecting lines in the chart show?

6. How is the communication and liaison between different hotel departments reflected in the chart?  

7. What departments report to the general manager?

8. What basic divisions is the management of a hotel divided into?

9. What functions is the Rooms Division subdivided into?

10. What subdivisions does the Front Office include?  

11. What subdivisions does Food & Beverage consist of?